Senior Manager, Customer Experience - FI | Zebra
參考編號 : ZJ00005463

Senior Manager, Customer Experience - FI

參考編號 : ZJ00005463
  • 超過10年
  • 薪資面議
  • 固定工作 / 全職
  • 未標明
  • 金融服務業
  • 銀行和金融
  • 職位描述

    Responsibilities

    • Keep abreast of customer service market trend, capture voices of customers and conduct root cause analysis
    • Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness
    • Conduct service quality assessments to monitor internal service standard. Provide training / coaching sessions to ensure compliance with internal guidelines/ regulatory standard and achievement of service excellence
    • Handle customer complaints / feedback and review internal workflows / procedures to identify service gaps. Recommend feasible / practical systems and service enhancement to meet / exceed customer expectations, thus, increase customer satisfaction, loyalty and advocacy
    • Lead and drive customer experience related projects


    職位要求

    Requirements

    • University graduate in business discipline
    • Minimum 10 years of working experience in pension / financial industry
    • Strong customer service experience, with at least 5 years of experience in a coaching / supervisory role
    • Good understanding of MPF & ORSO is a must
    • Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
    • Sophisticated in service quality assurance, customer experience management and project management is an advantage
    • Strong initiative, positive thinking with excellent service mindset, innovative mind, problem-solving and interpersonal skills
    • Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage.
    • Proficiency in PC skills such as Visco and MS excel